Defining your risk appetite
How to create simple definitions of risk appetite levels, and then assign these to each of your organization’s projects, services, business units or any other clearly identifiable part of your work.
Blogs that appear below are published on the Optimal Service Management web site.
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The Theory of Constraints describes many logical tools. This blog shows how a Current Reality Tree can help you identify what you need to change to make improvements.
There was a discussion of “major problem reviews” on the Facebook back2ITSM group last week. Lots of questions were asked, and the Facebook format really didn't allow me to explain my viewpoint...
Service level agreements (SLAs) should help to improve services, by making sure that both the service provider and their customer are very clear about responsibilities and expectations. Unfortunately, many SLAs have very poorly thought out targets, and these can often result in the service provider behaving in ways that are the exact opposite of what the customer wants.
In a previous blog I wrote about how to use an assessment to identify improvement opportunities and populate a CSI register. This month I look at other ways you can identify improvement opportunities, and how you should manage the CSI register...
If you’re running IT services then you need a management system, and you need to constantly monitor and review everything you do so that your management system keeps improving. The alternative to continual improvement is stagnation, or worse. If your competitors keep improving and you stand still then you will rapidly find yourself falling behind.